PROFESSIONAL SUMMARY:

• Proven experience in high level fast paced environment dealing with hands - on Analyst and Tester responsibilities.
• Strong ability to work independently as well as within a team to collaborate in order to drive results and produce a successful outcome
• Takes initiative, detail oriented, seeks resolutions, implements best practices, and maintains a positive environment in a deadline driven atmosphere.
• Demonstrates leadership and management skills on a consistent basis by providing clear communication verbally and written

TECHNICAL SKILLS:

Technology and Tools: Windows 3.x, 9.x, Microsoft (MS) & Disk Operating System (DOS), Operating System OS/2, WINDOWS XP MS Structured Query Language (SQL) SERVER Hypertext Markup Language (HTML) Quality Center, Test Director, Quick TestPro Visual Basic 6.0, Citrix, MDVOTERS Microsoft Office Suite (Excel, PowerPoint, Word) User Acceptance Testing and scripts

PROFESSIONAL EXPERIENCE:

Confidential, Hunt Valley, MD

Help Desk Technician

Responsibilities:

• Manage all contacts with customers to required quality standard
• Handle required number of contacts to ensure team meet client expectations
• Troubleshooting and researching technical and gaming issues using Zendesk ticketing system
• Keep product knowledge up to date for all client products such as Playstation, Xbox, etc
• Escalate legal cases to manager or client to achieve timely resolution
• Share knowledge about gaming products and best practice with team

Confidential, Rockville, MD

Technology Sales Representative

Responsibilities:

• Driving product sales at assigned events through customer interaction
• Educated customers and associates on why the product is the best choice for customers
• Demonstrated product demonstration, merchandising, marketing, and advertising
• Professionally representing MarketSource and its clients at all times
• Maintained a sound knowledge of client's consumer electronic product
• Increased visibility and value in client’s products and services
• Demonstrated the ability to meet paid e-learning requirements

Confidential, Hunt Valley, MD

Technology Sales Representative

Responsibilities:

• Engaged and qualified consumers for fiber optic services, and ask for/close the sale when they are eligible.
• Demonstrated the client's fiber optic services and products, ultimately closing more sales.
• Demonstrated sales leadership and accountability by reporting on, and achieving daily, weekly, and monthly sales goals
• Maintained strong knowledge of the latest technology, as well as new products and services in the phone, TV, and internet spaces; including both client and competitor developments.
• Partnered effectively in dynamic environments with store personnel to make the most of every customer interaction

Confidential, Columbia, MD

Application Analyst

Responsibilities:

• Configured, tested and troubleshooting enterprise scale loan origination system deliveries using Configuration Manager
• Demonstrated the ability to review and covert business requirements into software application configuration
• Performed QA testing to ensure that the configured product meets functional expectations
• Performed QA testing for different clients such as Bank of Hawaii, Independent Bank, etc
• Performed automated testing as well as manual testing using Origenate
• Used Sharepoint and Clientele for tracking tickets and updated them with information
• Monitored UNIX logs to ensure logs are error-free

Confidential, Baltimore, MD

Bookkeeper

Responsibilities:

• Performed various administrative tasks and entered information using Quickbooks software.
• Managed accounts payable and accounts receivable using the Quickbooks software

Confidential, Bowie, MD

Technical Support Analyst/QA Tester

Responsibilities:

• Provided analysis and offered recommendations to improve the use and execution of applications.
• Accurately interpreted user requirements to develop clear and concise systems and/or program specifications.
• Implemented testing process documentation
• Demonstrated the ability to identify problem definition and resolution
• Demonstrated the ability to manage work task priorities
• Ability to communicate at various levels of management in IS and with Business Operations.
• Demonstrated excellent communication interface with Information Systems personnel and user community
• Assisted management in identifying system weaknesses and recommended solutions
• Demonstrated strong working relationship with key business function users and managers
• Registered bug issue and monitor Service Request with Vendor (code and patches)
• Used Oracle E-Business Suite for collection of data, application testing, etc
• Provided strong customer support and account management leadership via telephone, Webex, email, and/or onsite service.
• Tracked and managed customer software enhancements through the entire development life cycle.
• Responsible for the creation and execution of detailed test plans and scripts to verify functionality and adherence to business requirements.
• Performed as a QA tester in MS Excel using Citrix and MDVOTERS applications.
• Managed execution of scripts including the progress reporting, monitoring defect tracking, and provided risk assessment.
• Administered application testing with Quick TestPro and Quality Center using MS Excel.
• Created and maintained test cases in Quality Center and/or Test Director.
• Assisted business users in defining User Acceptance Testing, test cases, and plans in order to accurately maintain test cases and test data.
• Actively participated in walk-through, inspection, review, and user group meetings for quality assurance.
• Collaborated with business users, system analysts, designers, and programmers daily to create and analyzed confidential project requirements/documents.
• Followed the status and progression of customer issues through resolution using the JIRA software suite.
• Ensured that quality processes are carried out through all phases of the Software Development Lifecycle and participated in analysis, design walkthroughs, and project meetings.
• Participated in production implementation, verification, and held accountable for validating system quality.
• Planned, documented, evaluated, and tracked testing results to ensure system applications are free from defects.
• Communicated thoroughly with the team on problematic areas, changes, and enhancements that may impact data, workflow, and /or functionality with Information Technology software.
• Compiled standards of the software development life cycle and followed through by implementing strategic plans/procedures within information Technology software
• Coordination of Quality Assurance offshore / onshore team efforts for the assigned initiative and worked concurrently on several projects, each with specific instructions that may differ from project to project.
• Validation of data loads from Source system (flat files, Messages, DB2 tables) into Teradata DB tables.
• Result driven in a fast pace environment under strict deadlines enforcing business improvement practices.
• Served as initial point of contact for troubleshooting hardware/software, PC, and printer problems.

Confidential, Baltimore, MD

Tier 1 Help Desk

Responsibilities:

• Analyzed, planned, and implemented incoming tickets and communicated, verbally and written, across Tiers to ensure immediate assistance.
• Directly spoke with clients and users to assist customers with technical issues in accessing electronic games such as Farmville, Yoville, etc.
• Managed a constant flow of calls from customers in a high call volume environment to address any issues such as unauthorized charges and billing inquiries.
• Administered Right Now Technologies software to track customer calls and to create customer accounts.
• Granted permission and assisted with username/password resets.

Confidential, Baltimore, MD

Bookkeeper

Responsibilities:

• Performed bank reconciliation and cash management using QuickBooks software, Microsoft Excel, and Microsoft Word.
• Verified the accuracy of bank statements, ensured clearance of checks, and handled confidential information.
• Prepared detailed financial statements from clients using Microsoft Word and direct clear communication.
• Managed calls from clients with the account managers to protect secured information and accurate documentation.

Confidential, Baltimore, MD

Systems Analyst/QA Tester

Responsibilities:

• Created and maintained table driven business rules and other ERP application configuration
• Developed and managed project plans to implement business solutions; monitored and communicated progress of project.
• Created custom program designs to be coded and tested by information technology; developed and coordinated acceptance criteria with end users.
• Created, documented and maintained County business processes.
• Created end user reports utilizing the vendor’s report writer and query tools.
• Automated business process by using application workflow technology.
• Used data warehouse tools to turn data into business intelligence.
• Developed courses and conducted sessions.
• Composed detailed documents and deliverables for the client while serving as the Social Security Administration.
• Maintained the Team Roster and Organizational Chart Using MS Excel, MS Access and Visio
• Performed application testing with Quick TestPro and Quality Center using MS Excel.
• Provided assistance to the business users in defining User Acceptance Testing, test cases, and devising plans going forward.
• Established and maintained detailed test cases and test data.
• Developed, created, and executed detailed test plans and scripts in order to verify functionality and adherence of business requirements.
• Created and maintained test cases in Quality Center and/or Test Director on a daily basis.
• Executed test scripts which included progress reporting, defect tracking, and risk assessment.
• Validated data loads from Source system (flat files, Messages, DB2 tables) into the Teradata DB tables.
• Actively participated in walk-through, inspection, reviews, and user group meetings for quality assurance.
• Collaborated daily with business users, system analysts, designers, and programmers to create/analyze specific crucial project documents.
• Participated in the production, implementation, and verification in order to be accountable for validating system quality.
• Planned, documented, evaluated, and tracked testing results to ensure system applications are free from defects.
• Communicated and interacted consistently with problems, changes, and enhancements that would directly impact data, workflow, and /or functionality within team projects.
• Complied with standards of the software development life cycle and followed strategic plans and procedures within the information technology software.
• Coordinated Quality Assurance offshore and onshore for team efforts for the assigned initiative.
• Demonstrative excellent time management by working on several projects, each with specific instructions, simultaneously in a deadline driven environment.
• Ensured that quality processes were carried out through all phases of the Software Development Lifecycle.
• Participated and helped plan with in-depth analysis, design walkthroughs, and project meetings.
• Estimated quality assurance effort on approved projects and followed up with tests results to ensure accuracy.
• Participated on multiple projects, followed through on actionable items, and produced results by following best practices and business improvement methods.
• Collected weekly status reports from each work order and complied the information.

Confidential, Baltimore, MD

Tier 1 Help Desk

Responsibilities:

• Provided technical support and troubleshot issues for customers
• Applied HEAT ticketing system to create customer accounts and track customer information.
• Functioned, operated, and daily use of applications such as TCP/IP, SMTP, FTP HTTP, etc.
• Demonstrated understanding and application of DNS and DHCP servers as well as Windows and Linux servers while working within UNIX administration.